Qualifying Leads Over the Phone
Posted: Sat Dec 07, 2024 6:18 am
Asa (Average Speed of Answer) asa is the average time it takes to answer a call within a specific time frame. People don't want to wait, and frankly, we don't want our customers to wait, and for good reason. Longer wait times can lead to increased calls in the queue (stress), needlessly frustrated customers (agent stress), and dissatisfied agents who are forced to deal with situations that could reasonably be avoided. If you find that the average response time is much faster than you or your customers would like, you will need to increase your staff during this time to give your team a break and offset this issue.
Not only that, but a bad asa can impact many other goals you australia phone number resource have for your team. Average abandonment rate Keep an eye on this baby. Losing a call in an inbound telemarketing services environment is probably the worst thing that can happen, especially if you are running an inbound sales campaign. These prospects are the hottest of the hot, and every person who quits because they can’t talk to someone fast enough loses revenue. By understanding what your customers tolerate before hanging up the phone, you can appropriately adjust your service levels, service terms, and processing time goals.
Additionally, if you find that customers are giving up after very short wait times, you may want to adjust the messages in your queue to be more interesting or informative. It’s also helpful to let customers know the expected wait time. It's usually less than they think. Average Processing Time Last but certainly not least is the average processing time. Aht is composed of hold time, talk time, and end time divided by the total number of calls handled. This metric is great for giving you a quick overview of how quickly your team is completing calls.
Not only that, but a bad asa can impact many other goals you australia phone number resource have for your team. Average abandonment rate Keep an eye on this baby. Losing a call in an inbound telemarketing services environment is probably the worst thing that can happen, especially if you are running an inbound sales campaign. These prospects are the hottest of the hot, and every person who quits because they can’t talk to someone fast enough loses revenue. By understanding what your customers tolerate before hanging up the phone, you can appropriately adjust your service levels, service terms, and processing time goals.
Additionally, if you find that customers are giving up after very short wait times, you may want to adjust the messages in your queue to be more interesting or informative. It’s also helpful to let customers know the expected wait time. It's usually less than they think. Average Processing Time Last but certainly not least is the average processing time. Aht is composed of hold time, talk time, and end time divided by the total number of calls handled. This metric is great for giving you a quick overview of how quickly your team is completing calls.